Team Lead

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Primary purpose of the role

Providing exceptional customer service to IM customers. Effectively managing and leading performance, coaching, mentoring and developing your team to produce a highly consistent service to our customers.  A sound understanding of all Iron Mountain products together with an in-depth commercial awareness, whilst aspiring to deliver a world class service

Key Accountabilities

• Awareness and understanding of all activities carried out by the team members

  
  

  • Email and fax indexing and order processing

    
    

  • Service Advice, CallBacks, Communicators

    
    

  • Client issue resolution

    
    

  • Escalations

    
    

  • Subject Matter Expert

    
    

  • Maintain comprehensive product knowledge

    
    

• Mentoring – imparting your own experiences on to the CSR’s to guide them in support of our customers

  
  

• Product Training - using knowledge to train colleagues on products, processes and procedures

  
  

• Maintain a wider business/commercial awareness

  
  

• Coaching - to enable the team through self development, to consistently achieve their objectives

  
  

• Personal development - proactively seek new opportunities to enhance their capabilities using available resources. 

  
  

• Resourcing and real-time workload management 

  
  

• Quality monitoring and scoring - to have a complete understanding of the quality standards and be able to feedback these results to the team member in a constructive manner

  
  

• Support to staff and managers - being visible and having awareness of the support required from the team and  peers

  
  

• Communication - having the ability to effectively communicate at all levels

  
  

• Performance Management - Driving a high performance culture across the team, celebrating high performance while also confronting and  tackling underperformance

  
  

General Accountabilities

• Develop and maintain an in-depth knowledge of relevant IM process and procedures

  
  

• Liaise closely with all departments

  
  

• Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs

  
  

• Complete all work to a high quality and exceed levels of customer satisfaction

  
  

Key Behaviours

• A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues

  
  

• A team player who shows respect for customers and colleagues at all times, pragmatic in approach and able to demonstrate good work ethics during all interactions in a fair and consistent manner

  
  

• A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity

  
  

• Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution

  
  

• Must have the tenacity and confidence to challenge the current thinking or trends to influence the success of the team whilst ensuring the customer is at the heart of everything we do

  
  

• Able to adapt to change and flexible in approach

  
  

• Have pride in personal appearance / image, and seek to be professional in all dealings with colleagues and customers

  
  

Decision Making Authority and Budgetary Responsibility

Not Applicable

Resources

Lead and manage team of Quality Assurance Team – Team size 9 people

Key Relationships

Focus

(External and Internal Contacts)

(Nature of interaction)

• External and Internal Auditors

  
  

• Sales

  
  

• Operations

  
  

• IT

  
  

• Customer Success Management Team

  
  

• Billing

  
  

• Orders

  
  

• Enquiries

  
  

• Escalations